RANDY HILEY MAZDA/VOLKSWAGEN OF ARLINGTON

Additional Notes

Complaint: I was sold the wrong key to unlock my tires for the second time and had to have my car towed to the Hiley Dealership to change two flat tires. This was on a Monday or Tuesday in early January 2013. I was advised that I could call in Friday to get an appointment to have one of my tires replaced along with a few other minor repairs. During this visit I was assured the tire locks had been replaced with regular lug nuts and I would not have the issue with the tire key again. I was advised that the tire for my car has to be ordered and they would call me when the tire came in. A few days passed and I received no call, I called 2-3 times a week for the next four weeks with no success in obtaining an appointment for my cars repairs. I was repeatedly told I would be called back with no call back. I finally on February 14th, 2013 took my car to a place of business who wanted to help me. As they were preparing to remove the spare tire from my car they noticed I had a tire lock on all my tires, the same tire locks that were supposed to had been removed in early January. I called Hiley and the service manager ***** assured me that he would take care of my the following day personally at 8:30am. I was at the dealership the following day a little before 8am and patiently waited until 8:35am. I had the staff call ***** and he informed them he would not be in the office until 9:30am. A whole hour after he promised to handle the issues with my car personally. I was promised on the General Manager of the dealership would call me to resolve the horrible service issues his staff provided, but lying must run from top down, I never received a call from the GM. I still don't have a list of the minor repairs that need to be made on my car and I was forced to get a tire from another tire shop.

Desired Settlement: I feel the dealership should pay for me to have my car repaired at a different Volkswagon dealership. It is clear they don't want to take my money, provide good service, or keep their word. This is the least they could do for dragging their heels for a whole month and making me feel this may be a racial issue. I would hate to think they would think just because I am a black female, my green money isn't doesn't warrant respect and good customer service.

BBB Response:

Consumer Response:

Business Response:

There has been no misrepresentation concerning the facts for Ms. ****** case. All documents were reviewed and true facts given. The concern Ms. ****** had was the wheel locks and  lug nuts, that situation was resolved on her last visit. Ms. ****** called yesterday after receiving my response from you.  At that time she was very upset and began  to scream at me. I had to ask her over and over again what  else we could do  to make the situation right with her , and she continued to curse  while telling me to shut up. Customer service is very important, however no employee here deserves to be cussed at and disrespected in such a way by anyone.  This month alone she has come to our dealership screaming at employees in front of customers, cussed out the  service manager while speaking to him on the phone, and advised our customer relations manager at VW to call the police when she returns because we will be needing their assistance.  Last night she got in contact with our Office manager, who knows nothing about the situation with  Ms. ******,  and screamed at her for quite some time as well.  Our General Manager is very aware of Ms. ****** and plans to contact her.

Consumer Response:

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: Purchased a vehicle from this company. Upon purchase it was agreed upon that windshield would be repaired by August 5th. Have made 2 attempts to have this repaired to no end. The last attempt was made on Sept 15th drove up there from Fort Hood and was told the vendor could not do it.

Desired Settlement: Adjustment on the purchase price, reimbersment for gas. Will have the windshield repaired if they agree.

BBB Response:

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: Crack windshield's reservoir and the spraying part might not working either. Several new scratchs on doors and new rock's chip on the winshield which was not there when bought it. Brake fluids very dirty and the sale manager verbally agreed to have it change out but not. Did try to talk and email to several sale managers but no response back for more than a week now. Did ask for GM's email address/phone# but never get it. Another problem is no second key & alarm remote. Maybe the last owner still has it. This is very scary and will cost me about $300 to get the second set and re-program the old set to match the new one.

Desired Settlement: Have these problems fix and some kind of complimentary for the "key & remote" set.

Business Response:

To whom it may concern:

On November 29, 2011 **** **** purchased a 2005 Dodge Neon from Hiley Mazda.  Mr. **** was aware the vehicle was sold AS IS  and the total purchase price was $6500 with all taxes and fees included.  Mr. **** himself negotiated the price down below the internet price and agreed that he would take the vehicle in the current condition.  We did have Mr. **** bring the vechicle back to Hiley Mazda to complete the inspection process and was provided with a loaner car at that time.  I have made several attempts to call Mr. **** to talk about his concerns but have yet to receive a call back.  Please let me know if there are any further questions or if there is any additional information needed. 

Thanks,

***** *******

Sales Manager

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Consumer Response:

All of these mentioned problems were there even before I bought the car. To make the sale transactions complete I have to sign the "as-is" warranty. But the sale persons "verbally" agreed and told me they will take care of these problems later. That's why I left my car there for three days for repair and inspections. Some had been fixed but some still need to be fix or resolved. For ex, the windshiled washer fluid reservoir won't hold the fluid at all. It may be cracked. I almost get into an accident on one "rainy" day last couple of weeks ago due to no washer fluid to wash-off the mud water splashed onto my windshield from a big truck in front of me. That was a very scary and a closed call. Hopefully, Hiley Mazda can realized how danger the sistuations that I'm facing now everytime driving on the rainy day.

For some reason, his phone# showed as "Unknown caller" on my caller ID. And it's programed to delete right away. Therefore, I did not know that he's been looking for me. Anyhow, I did call and talk to Mr. ***** ******* yesterday, Dec. 29, 2011, about the  problems and the sistuations that I've been through. He acknowledged and did ask me to come back next week, because he's busy with the current Year-end inventory's clearances, to see if he can resolved some of these problems. In my opinions, these problems can be solve quickly and easily by the dealer, because they have the tools and powers, but it can be a major hassels or  "extra" financial burnden for me. Let's hope so.

Regards,

**** ****

Business Response: The consumer has an appointment this afternoon in our service department.

Consumer Response:

I did meet with Mr. ***** ******* on Thursday Jan 5th, 2012 per his requested, and he verbally agreed to have these mentioned problems either fix or replaced. And this was my mistake when accepted the "Verbal" aggrement from the original sale Managers to have these problems fix. Mr. ***** still have doubt about these problem claims. So I talked to Mr. ***** ******** who also there today whom fully awared of these problems since day one and said that he'll talked to Mr. ***** about it. So to avoid any future "conflicts" or questioning about these problems, I must have a hard copy of the full report for these problems whether it either get fix or replaced. In other words, the report must containing: Date/Problem Descriptions/Solutions(fix or replaced)/Warranty periods(Labor & Parts). Just like when somebody bring in their car for services or repair.  This should be no problem for the dealership at all, shouldn't  it? Mr. ***** also mentioned that he'll have a company to fix the winshield's chip and for some reasons if the "crack" propagated he'll have a company to replace the entire windshield for $160 which is much less than the industry average. I would like to have this put on the report as well. He said if it happened he'll take care of it. But nobody knows the future and ***** might not be there when it occured. In summary, below are the things that should be on the report:

a/Cracked windshield's resevoir(won't hold any fluids)

b/Repair the windshield's chips(happened during its three days back in Dec. 2011 at the dealership for the agreed repair services)

c/Clean-up the battery's +terminal corrosions

d/Change-out the brake fluids(very dark/sluggish)

New problem: The Title has a wrong Model(SXT instead of NXT) on it. Gave the "original" Title to ***** per his request so he'll work with his tax advisor to have this problem fix.

Regards,

**** ****

Business Response:

Per our conversation earlier we have already addessed and completed the items Mr. **** requested.  The final item that we are in process of completing now is the correction of the title.  For whatever reason the title stated NXT rather than SXT.  We have taken the wrong title from Mr. **** and are in the process of getting a new title issued from the tax office.  At that point everything should be taken care of.  Please let me know if there is any additional information that you may need.

Thanks,

***** *******

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BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: I bought, what I understood to be, a NEW Mazda 3 from Hiley Mazda. I was never told that this was a hail damaged vehicle. I was asked, days after receiving the car, to return to the dealership to sign a form they "forgot" to have me sign when I bought the car. I never did because the fact they missed a form is not my problem. After more than two months we have still not received the license plates for this car. My wife called earlier this week and they stated the plates had not been ordered and would not be ordered until this document was signed. I went to the dealership this morning to find out the paperwork was a disclosure statement acknowledging that I knew of the hail damage. I was told it was no big deal and that there wasn't really any damage. They offered up a $250 refund as their only responsibility. My daughter is driving her car with expired plates so I had no choice, but to sign the paper or they would not order the plates. If this is not extortion, then what is it? Coercion. They did give me new temporary tags, but they lied on the form showing this car was purchased 10/04/2011. I don't know, but I think falsely filling out paperwork to a state agency is a crime.

Desired Settlement: A refund of $2000 would be more appropriate for the loss of value for a car that is "Hail damaged". Otherwise a new car would be the second option.

BBB Response:

Consumer Response:

As explained in my complaint, the acknowledgement was signed because my license plates were being held in limbo.  I have NOT received the plates, which was stated in my complaint and I'm reconfirming here.   My complaint is about the unethical way this car was presented to me.  I was not informed that this was a hail damaged vehicle until 2 months after the car was purchased.   The plates were withheld in order to coerce me into signing the acknowledgement form.  If this form shows any date other that the date of my complaint it was posted dated by the dealership.  The $250 rebate has not been received and is what the dealer offered.  This is not acceptable to me.  Look at any post hail damaged vehicle and you will find that it has significant depreciation.  A $2000 depreciation is much closer to reality than $250.  I was not given full disclosure of the vehicles condition on the day of purchase and this was an underhanded attempt to slip it by post delivery and post 3-day return period.

Regards,

*** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.